Currys

[manion56]

Can anyone help with an email address for senior managment i.e. Chief Executive.

I am currently hitting my head against a brick wall with Currys customer service with regards to a delivered and damaged cooker. This was only delivered on Saturday.

Thanks and regards

[PGH7447]

Currys Complaints Process

If you are not satisfied with the level of service provided by Currys, you can:

• <LI type=disc>Contact our Customer Service team for purchases made in-store: 0844 561 1234 <LI type=disc>Contact us on our Aftersales line for online and telesales orders: 0844 561 1234 <LI type=disc>Email us: customer.services@currys. co.uk
• Write to us: Currys, PO Box 1686, Sheffield, S2 5YB

[manion56]

currys have not responded to the emails!!

customers service response to my question about delivery and delivery slots was
"you still have 5 minutes left for your delivery, and they can install and remove your new cooker in that time"

The cooker had still not arrived by 2300 on the day despite delivery team saying they were 30 mins away.

I can go on, so need a senior contact a currys

[Renzokuken]

Senior management only give there emails out to other members of senior management. Nobody from the regular staff gets them, and even if we did, we'd be risking getting the sack giving it to you at work.

Besides, all senior management will do get someone else to send a template letter refering you to the proper complaints procedure. Also, unless you paid the extra £5 for a premium time slot, a delivery day is only an estimated day of arival, and the onus is on you to ring the delivery drivers should you require an estimated time of arrival, because (especialy on trucks doing fittings). It is extremely likely that they could get held up fitting someone elses appliance. As it says on the delivery slip you should have been given with your delivery.

Although if they've failed to delivery it, your still well within your rights to go to the store for a full refund, anytime before you've accepted delivery of the item. What they can't do though is refund the delivery cost because you've been inconvienienced, as refunding the cost automaticaly cancels the order with the company, meaning you'd have to either get it delivered into the store for free (costing the company £8 ) or leave it stranded in newarks CDC hub.

EDIT: Sorry just re-read your question. If you get an item delivered and it's damaged, you should ask the delivery drivers to take it away and refuse delivery, much in the same way as you would if you had something delivered by royal mail or DHL. Was the cooker fitted by the delivery team, if so then you may have something to go on, provided the damage isn't cosmetic, if it is, or you didn't have the cooker fitted the shop is likely to refuse the return under the grounds that you should have had the delivery team check for damage before you sign for the item and certanly before letting them leave. When signing for an item, your agreeing that the goods are the correct ones, undamaged and at the correct address or with the correct owner.

[Gazza112]

Hi Manion56

Sorry to hear your having trouble with Curry's i'm having the same problems with them.
wright send a recorded letter to the address that PGH7447 put up.
Demand that they pick up there damage goods as its unfit for purpose and supply you with replacement item. give them 7 working days to rectify there mistake, otherwise legal proceddings will be taken.
Curry's and other big store will walk over there customers if you allow them, as at the end of the day there only after your money and aftersales is just cr............p with these companies.
Good luck

Gaz

[Renzokuken]

Originally Posted by Gazza112

Hi Manion56

Sorry to hear your having trouble with Curry's i'm having the same problems with them.
wright send a recorded letter to the address that PGH7447 put up.
Demand that they pick up there damage goods as its unfit for purpose and supply you with replacement item. give them 7 working days to rectify there mistake, otherwise legal proceddings will be taken.
Curry's and other big store will walk over there customers if you allow them, as at the end of the day there only after your money and aftersales is just cr............p with these companies.
Good luck

Gaz

Sorry, but how does the young lady on the customer service desk, who's likely to bare the brunt of this know that those goods weren't damaged by the customer after the delivery team left.

He signed for those goods, the signiture meaning that he'd checked the goods to say they were correct, not damaged and at the right address. If I were sat on customer services I'd be asking why he's signed to say the cooker was fine then returning it claiming it's faulty.

[GreatWonder]

Originally Posted by Renzokuken

If I were sat on customer services I'd be asking why he's signed to say the cooker was fine then returning it claiming it's faulty.

I can see where you're heading with this, but seriously, would any delivery driver wait around while you unpacked, installed and tested every one of a cooker's features (maybe bake a few cakes, check out the grill, use the hob etc. etc.) before you're willing to sign and let them leave.

I'm concerned because I'm about to order a large LCD television, with surround system and a few extras. What chance will I have getting the delivery company to wait while I unbox each item, remove it's wrapping, check for damage, hook everything up and test each feature before signing on the dotted line?

How do I go about protecting myself? Any advise welcome!

[Gazza112]

Hi Greatwonder

If you purchasing your large LCD Television from Curry's, i would make them wait till you've installed it and seen it up and running.
Its true what you say, how many delivery people wait around till you unpack the goods.
I would make them wait untill your completely satisfied with the goods, at the end of the day your the customer.

Gaz

[flyingdoc]

If the delivery driver is unwiling to wait while you unpack and check the goods then sign the slip with the comment

contents Unchecked ........sign

that way if you have to complain they cannot claim to say that you already signed to say the goods were undamaged on delivery

[manion56]

it was the driver who noticed the damage and he call hotpoint. it was when hotpoint called they wrote the cooker offer.

the drivers papers were marked and signed accordingly and we both signed it!!

[Renzokuken]

Originally Posted by manion56

it was the driver who noticed the damage and he call hotpoint. it was when hotpoint called they wrote the cooker offer.

the drivers papers were marked and signed accordingly and we both signed it!!

Drivers have no means of actualy actioning anything. They lack a store number, contact details, they're situated out of a distribution hub not a branch or actual stock holding warehouse. They can't return, replace or get other goods redelivered out to you without returning the goods to the central hub in newark, getting a customer service rep in the branch or head office to contact hotpoint for an returns authorisation number before issuing you with a new one.

In such a situation they would never, ever, leave you with damaged goods unless you had told them that the damaged goods were acceptable.

Sorry if I sound very doubting here, but the roll of the delivery driver leaves very little room for error.

They deliver goods.
They check goods.
If goods are ok, they fit them and get you to sign to say all is satisfactory.
If you don't sign, have faulty goods or they fail to deliver they return goods to the hub.
If goods are fine, they get a signiture and leave.

Obviously the delivery drivers are reluctant to get back out on the road and get there jobs done on time, so if they don't have time to hang around, do as flyingdoc says and sign with goods unchecked. That way there can be no dispute.

[Bookworm]

Originally Posted by Renzokuken

Sorry, but how does the young lady on the customer service desk, who's likely to bare the brunt of this know that those goods weren't damaged by the customer after the delivery team left.

He signed for those goods, the signiture meaning that he'd checked the goods to say they were correct, not damaged and at the right address. If I were sat on customer services I'd be asking why he's signed to say the cooker was fine then returning it claiming it's faulty.

*sigh*

SOGA 1979:

34. Buyer's right of examining the goods

Unless otherwise agreed, when the seller tenders delivery of goods to the buyer, he is bound on request to afford the buyer a reasonable opportunity of examining the goods for the purpose of ascertaining whether they are in conformity with the contract (...)

and

35. Acceptance
(...)
(2) Where goods are delivered to the buyer, and he has not previously examined them, he is not deemed to have accepted them under subsection (1) above until he has had a reasonable opportunity of examining them for the purpose—

(a) of ascertaining whether they are in conformity with the contract, and

(b) in the case of a contract for sale by sample, of comparing the bulk with the sample.

(3) Where the buyer deals as consumer or (in Scotland) the contract of sale is a consumer contract, the buyer cannot lose his right to rely on subsection (2) above by agreement, waiver or otherwise.

What it means in plain english is that a signature is worth nothing, and I mean NOTHING, unless the buyer has had a chance to examine the goods thoroughly and make sure they work properly.

If you were sitting on customer services saying this to me, I'd be wondering why you are doing your job without knowing the basics of consumer law when your job is about dealing with consumers.

[Bookworm]

Originally Posted by GreatWonder

How do I go about protecting myself? Any advise welcome!

you already have the protection, see my previous post, it's called the Sales of Goods Act 1979 and it's very powerful legislation, sadly being eroded daily by companies which try every which way to circumvent it and try to tell you their policy is what counts (it isn't).

[Bookworm]

Manion, why don't you give us a bit more info and we can maybe assist more efficiently?

[Renzokuken]

Originally Posted by Bookworm

*sigh*

SOGA 1979:

34. Buyer's right of examining the goods

Unless otherwise agreed, when the seller tenders delivery of goods to the buyer, he is bound on request to afford the buyer a reasonable opportunity of examining the goods for the purpose of ascertaining whether they are in conformity with the contract (...)

and

35. Acceptance
(...)
(2) Where goods are delivered to the buyer, and he has not previously examined them, he is not deemed to have accepted them under subsection (1) above until he has had a reasonable opportunity of examining them for the purpose—

(a) of ascertaining whether they are in conformity with the contract, and

(b) in the case of a contract for sale by sample, of comparing the bulk with the sample.

(3) Where the buyer deals as consumer or (in Scotland) the contract of sale is a consumer contract, the buyer cannot lose his right to rely on subsection (2) above by agreement, waiver or otherwise.

What it means in plain english is that a signature is worth nothing, and I mean NOTHING, unless the buyer has had a chance to examine the goods thoroughly and make sure they work properly.

If you were sitting on customer services saying this to me, I'd be wondering why you are doing your job without knowing the basics of consumer law when your job is about dealing with consumers.

And once again with an extremely criticising tone you completely ignore the fact that I'm telling you currys policys, if they're outside the law, fine. Use the law against them, I welcome it. All I'm saying is, this is the argument they will use against you when you take this up at the store so be prepared for it.

[Bookworm]

Originally Posted by Renzokuken

And once again with an extremely criticising tone you completely ignore the fact that I'm telling you currys policys, if they're outside the law, fine. Use the law against them, I welcome it. All I'm saying is, this is the argument they will use against you when you take this up at the store so be prepared for it.

No, what you said is this is what YOU would say to an already upset customer, and I quote "If I were sat on customer services I'd be asking why he's signed to say the cooker was fine then returning it claiming it's faulty.", which amounts to an accusation that the customer is lying and attempting to defraud the store. And you wonder why customers get angry?